Job Description

Purpose of the Role

To lead and develop a highly engaged team, pioneering an omni-channel experience to achieve consistently excellent customer outcomes. Build and maintain your team’s capability to deliver excellent customer outcomes through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance.

Accountabilities

• Customer Service: Create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.
• Performance Management: Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.
• Business Planning: Day-to-day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long-term sustainable revenue growth in your area.
• Market Research: Understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
• Resolution Culture: Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
• Empowering Environment: Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues, and Outcomes.
• Operational Performance: Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
• Relationship Building: Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.

Assistant Vice President Expectations

• Decision Making and Policy Development: Advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/business divisions.
• Leadership and Team Management: Lead a team performing complex tasks, using well-developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes.
• Leadership Behaviours: If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are:
  • L – Listen and be authentic
  • E – Energise and inspire
  • A – Align across the enterprise
  • D – Develop others
• Collaboration and Consultation: For an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/or projects, identifying a combination of cross-functional methodologies or practices to meet required outcomes. Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Risk Management: Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda. Take ownership for managing risk and strengthening controls in relation to the work done.
• Cross-Functional Understanding: Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaboration and Engagement: Collaborate with other areas of work, for business-aligned support areas to keep up to speed with business activity and the business strategy.
• Data Analysis: Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practices (in other areas, teams, companies, etc.) to solve problems creatively and effectively.
• Communication: Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence and Stakeholder Engagement: Influence or convince stakeholders to achieve outcomes.
• Barclays Values and Mindset: All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive – the operating manual for how we behave.